Call Center Supervisor

ASM Research•Remote,

6d•Onsite

About The Position

The Call Center Supervisor is responsible for advanced support to the SSA Ticket to Work Help Line by assisting Call Center Management. Directs and supervises Beneficiary Support Specialist I (BSS I and II) responsible for routine/basic inbound call, outbound call, email, and web chat services. Ensures staff have the utmost focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).

Requirements

Bachelor’s Degree.
4-6 years or related experience in Customer Service or public relations.
In good standing and meeting all BSS I performance metrics.
Demonstrated call center leadership experience with a record of driving positive metrics.
Familiarity with SSA disability programs (SSI/SSDI) and/or the Ticket to Work Program.
Experience supporting individuals with disabilities or vulnerable populations.
Bilingual proficiency (e.g., English/Spanish).
Strong leadership and customer service skills.
Ability to organize and supervise staff for maximum efficiency.
Ability to provide effective customer service and deal tactfully and courteously with the public.
Strong commitment to providing quality service.
Strong attention to detail and accuracy.
Ability to convey enthusiasm, energy and sincerity over the phone.
Exceptional problem solving and organizational skills.
Ability to foster a good working relationship and rapport with customers.
Ability to adapt to new processes or procedures.
Ability to interact effectively with others.
Excellent written and verbal communication skills.

Responsibilities

Supervises and monitors day-to-day activities of Customer Service Support Services to ensure all matters adhere to the established Service Level Agreements (SLAs).
Responsible for setting priorities and coordinating activities that align with set objectives and goals.
As a backup, may handle queued and escalated calls to support the BSS team members and ensure timely resolution of complex inquiries.
Maintain end-to-end responsibility for customer's support needs providing timely, reliable, and courteous service.
Provide monitoring support and outreach, as assigned.
Identifies key issues and areas for improvement to streamline or implement new recommended procedures.
Research and analyze customer service issues to provide information and solutions in a timely manner.
Defines roles and expectations for supervised staff. Provides clear direction to ensure consistent progress is made toward set goals.
Work with a moderate degree of supervision to deliver consistent results and effective resolutions to customers.
Contribute to achieving call center performance metrics, including ATT, AHT, productivity, adherence, and overall service-level objectives.
Demonstrate enhanced service skills in identifying core customer issues and providing solutions.
Seek opportunities to improve workflow and increase efficiency. Adapts well to new processes and procedures.
Retrieve, input, and maintain case records and customer interaction details using internal databases and tracking systems.
Update beneficiary account information and ensure complete, accurate documentation of all inquiries, referrals, and follow-up actions.
Provide accurate referrals to national and local resources.
Follow scripts, job aids, and program materials to deliver consistent and high‑quality information